⚡Quick answer

No. External callers cannot reach your teammates by dialing an extension directly. Extensions in Heyo are for internal call transfers only—after an agent has already answered the call. If you want customers to self-route to the right person, use a Virtual Receptionist (IVR) menu instead (e.g., “Press 1 for Sales, Press 2 for Support”).

1. Why can’t external callers dial extensions

Heyo uses extension numbers for internal call transfers only. That means a caller must first be answered by any team member; only then can the answering user dial an extension to “seamlessly transfer the call to another team member.

2. How internal extension transfers work

1. Team Member A answers the incoming call.
2. A dials Team Member B’s extension.
3. The call moves to Team Member B without the customer redialing.

3. Alternative for customers: set up an IVR menu

• Virtual Receptionist (IVR): A virtual receptionist gives callers a menu of options, like ‘Press 1 for Sales, Press 2 for Support.’ You can link each option to a specific user, team, or phone number.

• This is the most common way to route inbound calls to the correct person or department without relying on extensions.

4. What this IVR won’t do

• Customers still cannot dial a personal extension directly; they must choose from the IVR menu.

• The IVR only works during the initial call flow—once answered, agents must perform any further transfers via internal extensions as usual.

5. Support options